Director, Client Technology Services

If you are a current Fanshawe College employee, please apply to jobs directly through Workday . Do not apply on the external career page. Interested in growing your career at Fanshawe College? Fanshawe College thrives because of its people. We foster a culture of excellence and see opportunities to turn potential into impact. Leading with empathy, belonging, unity, learning and courage, we guide the learning journey of our students, ensuring they are ready for work and life, today and tomorrow. Working at Fanshawe College Fanshawe College is committed to the principles of hybrid work and may offer this option to employees whose work can be performed in an alternate location, without adverse impact to the operations of the College, inclusive of our Student and Staff experience. Confirmation of hybrid work options available to you will be clarified upon hire and may be subject to change based on the duties required of your position. Successful candidates will be required to perform work within Ontario and must be available to work on campus, as required. Posting Closing Date: October 18, 2026 Campus Location: London, ON Department: ITS1 Information Technology Services Employment Group: Administrative Pay Details: $119,646.00 - $170,442.00 Salary Worker Sub-Type: Regular Time Type: Full time Remote Type: In-Person Contract End Date: Hours of Work per Week: 37.5 Job Description: Note: 1 vacancy available. This position is deemed a critical replacement vacancy. Work Mode: This is an in-person position that requires on-site work five days per week. Why this Role is Important Reporting to the Executive Director, Information Technology Services, the Director, Client Technology Services provides strategic leadership for three integrated, college-wide service domains: End User Support; Digital Learning Spaces and Academic Technology; and Media and Audiovisual Services. The Director designs and advances modern, efficient, customer-focused service models across the portfolio and develops multiyear strategies and roadmaps for endpoint technologies, bring your own device services, digital learning spaces, academic technology, media and audiovisual services, and related equipment. The position is accountable for improving the technology experience of students, faculty, employees, and College partners by understanding customer needs, defining clear services and standards, simplifying access to support, and using modern technology and service practices to deliver reliable, accessible, secure, consistent, and financially sustainable experiences across all College locations. The Director sets direction, designs service models, sponsors modernization, and holds portfolio leaders accountable for results rather than managing routine operational activity. The position works with academic and administrative stakeholders to shape the classroom and workplace technology experience of the future, challenge legacy practices, build organizational capability, improve measurable customer outcomes, and reduce avoidable cost without compromising academic delivery, accessibility, security, or service continuity. How You’ll Make an Impact Strategic Service Leadership and Transformation

• Sets the strategic direction for the End User Support, Digital Learning Spaces, Academic Technology, and Media and Audiovisual Services domains and leads the transformation of service delivery into integrated, efficient, customer-focused, college-wide service models.
• Develops and executes multiyear service, lifecycle, capital, investment, and modernization roadmaps aligned with College strategy and academic, administrative, accessibility, cybersecurity, sustainability, and continuity requirements.
• Establishes College wide standards for end user devices, learning spaces, computer labs, specialized academic environments, audiovisual systems, media equipment, and related services.
• Prioritizes investments using equipment age, condition, utilization, service performance, academic impact, accessibility, security, supportability, risk, and total cost of ownership.
• Reduces unnecessary technology variants and inconsistent configurations; improves remote monitoring, deployment, maintenance, support, inventory management, and asset utilization; and recommends action on obsolete, unsupported, underused, duplicative, or disproportionately expensive technology.
• Pilots and evaluates emerging technologies before broader adoption and ensures new solutions can be supported sustainably throughout their lifecycle.
• Coordinates technology requirements for construction, renovation, capital renewal, and learning space projects and oversees concurrent projects within approved scope, priorities, budgets, standards, and governance.
• Establishes structured and continuing relationships with academic and administrative leaders and consults faculty, students, employees, and service partners to identify needs, service gaps, risks, and changing expectations.
• Develops service and technology roadmaps collaboratively, translates teaching, learning, operational, and institutional needs into investment priorities, and communicates standards, constraints, risks, costs, tradeoffs, and implementation plans.
• Creates effective feedback mechanisms, demonstrates how feedback influences decisions, builds trust through transparency and follow-through, and represents the portfolio on institutional committees, capital initiatives, academic planning activities, and major College projects. Portfolio Leadership and Stewardship
• Defines services, service owners, service standards, performance measures, support models, and escalation paths and maintains a coherent service catalogue across the three service domains.
• Ensures consistent service quality across locations and improves intake, prioritization, triage, resolution, communication, knowledge management, problem management, automation, self-service, remote support, standardization, and proactive service practices.
• Uses data to identify recurring technology issues, demand patterns, service gaps, and improvement opportunities and maintains service continuity, emergency response, and operational readiness for critical academic and administrative periods.
• Assesses organizational structures, job functions, capabilities, reporting relationships, and resource allocations against college priorities and service requirements and moves historically or location-assigned work toward clearly owned College-wide service models.
• Clarifies service ownership, decision rights, escalation paths, accountabilities, and expected outcomes and identifies duplication, fragmented responsibilities, capability gaps, excessive specialization, unclear career paths, and key person dependencies.
• Leads and develops a large, diverse technical and service organization; establishes clear goals, accountabilities, decision rights, and performance expectations; builds shared standards across historically independent teams; and develops leadership capability among managers, coordinators, senior technical staff, technologists, and other service leads.
• Supports employee development, cross-training, internal mobility, succession, and leadership development; addresses capability and performance gaps fairly and consistently; and leads change with transparency, respect, employee engagement, and regard for collective agreements and College policies.
• Develops and manages operational, capital, staffing, asset, contract, and vendor budgets and delivers sustainable efficiencies through standardization, consolidation, automation, demand management, contract optimization, improved utilization, and lifecycle planning without compromising service quality or institutional priorities.
• Establishes a cost-of-service delivery model by academic program, service, technology environment, or other appropriate institutional cost unit, in consultation with the Executive Director,